Customer Experience Specialist (Voice Team)
Posted on:
August 6, 2026
Job description
💻 About the role
Want to help improve the environment by shifting Australia and the world’s energy usage towards renewables?
As a Customer Experience Specialist - Voice Team, you’ll be working in a close-knit contact centre team, helping Amber deliver timely, clear and thoughtful support to our customers. You’ll learn a great deal about how a modern, innovative company engages with customers, and how great support can make a lasting, positive impression.
This is a full-time role based in Melbourne. You’ll need to be available Monday-Saturday between 8am-8pm, which may include 12pm-8pm weekday shifts and/or 10am-4pm Saturday shifts.
You’ll be reporting directly into our Customer Operations Manager.
Responsibilities
🔋Customer Experience Specialist Responsibilities
- Respond to inbound customer calls and emails, including urgent requests such as customers without power at their site
- Educate customers on Amber’s products and processes, and address their concerns clearly and empathetically via phone and written support through Zendesk
- Work closely with internal teams and external stakeholders to resolve customer problems and deliver a seamless customer experience
- Take the initiative to suggest ideas that improve and streamline contact centre processes
- Advocate for the customer experience by keeping the organisation focused on what matters most to customers
Job requirements
🎯 Key Requirements
At Amber, we want to hire self-starters who are eager to learn and comfortable working in a fast-paced, changing environment. For this role, we’re looking for someone who has:
- Experience in a fast-paced inbound contact centre, customer support, sales or other high-volume communication role
- Confidence and willingness to speak directly with customers over the phone
- Strong communication and interpersonal skills, including the ability to explain information clearly and handle customer concerns with the right tone
- Empathy and patience when helping customers solve problems
- A proactive, problem-solving mindset and the ability to think on your feet
- Adaptability and comfort working with ambiguity
🎯 Minimum Qualifications
- Experience in customer support, sales or another high-volume communication role
- Competency and willingness to speak directly with customers over the phone
- Effective communication and interpersonal skills
- A solid base of IT competence with experience with Microsoft Office Suite
🎯 Ideal, but not required
- Experience working in fast-paced organisations
- Passion for technology, energy or the environment
- Experience in the energy sector
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